CUSTOMER SERVICE represents the shift from product-centered to customer-centered strategies, which at the same time offers new powerful opportunities to create excellent customer experiences and thus sustainable competitive advantage – especially in a global marketplace.

The course will explore the strategies and concepts of customer relationship management with a special focus on experience management, sales organizations and the development and implementation of growth strategies. It will discuss implementation processes and the necessary change management programs to achieve a broad acceptance in the whole organization.

Know the definitions of CUSTOMER SERVICE and develop a critical attitude toward vendor communication

Know the role of customer experience management in creating value

Know how to develop a structured framework for CUSTOMER SERVICE program

Know how to develop analytical and operational CUSTOMER SERVICE capabilities

Have insight in multi-channel marketing

Know how to create the right culture for a successful CUSTOMER SERVICE implementation

Know how modern sales organizations work and use CUSTOMER SERVICE

Know the critical success factors for a long-term working CUSTOMER SERVICE implementation

Take ownership, accountability, and set goals to achieve maximum performance

CUSTOMER SERVICE - Course Outline:

CUSTOMER SERVICE Overview:

CUSTOMER SERVICE Concepts

CUSTOMER SERVICE - More definitions

CUSTOMER SERVICE Drivers

Constituents of a Good CUSTOMER SERVICE Strategy

CUSTOMER SERVICE and Technology

CUSTOMER SERVICE Solutions Map

The Concept of e-CUSTOMER SERVICE

Implementation Challenges

Group Exercise

CUSTOMER SERVICE Strategy:

Fundamentals of Customer Strategy

Customer Strategy Basics

Customer Loyalty

Customer Satisfaction

Customer profiling and Modeling

Customer Centric Enterprise – Background

Product Centricity Vs. Customer Centricity

Customer Centric Strategy

Evolution of Customer Centric Enterprise (CCE)

Discussing the core of successful CUSTOMER SERVICE initiatives

Core of any successful CUSTOMER SERVICE initiative

Concept of Customer lifecycle

Customer Life Cycle stages – Illustrated

Customer Life Cycle Management

Collaborative CUSTOMER SERVICE

Case Study

Measuring CUSTOMER SERVICE:

Characteristics of Excellent CUSTOMER SERVICE

Measuring Customer Service

Problems in CUSTOMER SERVICE

Process Analysis in CUSTOMER SERVICE

Standards and Continuous Improvement in CUSTOMER SERVICE

CUSTOMER SERVICE as a Business Process

CUSTOMER SERVICE, Communication and People

Communication as a CUSTOMER SERVICE Activity

People and CUSTOMER SERVICE

Case Study

Generations Is a fast growing company that provides pivotal business solutions, which empoTheyr our clients with the necessary tools to self-sustain themselves, and to cope with the rapid development of the Egyptian market.

They have a comprehensive understanding of the needs and challenges of the various Egyptian market segments and our business consultancy approach is custom-tailored to those needs and challenges.

Our Team

They have a team of highly qualified consultants and experienced technical and consulting professionals who understand the critical issues facing business today & who offer proven methods & comprehensive services that streamline process & reduce complexity of operations. More importantly our solutions are custom tailored to business, saving companies money and taking them to a new level of competitive advantage.